Service and Repair Customer Service Representative bei HYDROTECH INC

Description

JOB SUMMARY:

Primarily responsible for providing effective customer service for all internal and external Hydrotech customers by utilizing excellent, in-depth knowledge of company products and programs. The customer service representative will work with team members from all departments to act as a liaison, provide product/services information and resolve any emerging problems that our clients might face. The goal of the customer service representative is to provide an exceptional level of customer support and maintain high customer satisfaction.

Contributes to a positive working culture, builds strong relationships, and lives out the values of integrity, collaboration, and accountability.

JOB PURPOSE

ESSENTIAL DUTIES and RESPONSIBILITIES:

Customer Interaction

• Interact directly with customers either by telephone, email or in person
• Provide customer with information and literature detailing the services that Hydrotech offers
• Provide customer with a detailed inspection report including pricing and estimated delivery after our service technician has inspected the component to be repaired
• Generate quotes for new commodities with price and lead time at the customer’s request or items that have been inspected and have been deemed damaged beyond repair or damaged beyond economic repair.
• Follow up with customers should they have any questions or concerns related to the provided quote
• Respond quickly and accurately to customer inquiries and organize workflow to meet customer timeframes
• Follow up with the customer after the inspection report has been sent to ensure that the customer does not have any questions or concerns.
• Follow up with the customer to obtain a disposition on how they would like to proceed with an item sent in for evaluation at intervals determined by the Service Manager
• Process customer returns and issue return authorizations according to established department policies and procedures
• Provide feedback to service manager(s) regarding customer inquiries, comments and complaints.
• Take payment information and other pertinent information such as addresses and contact information

Service Department Support

• Obtain quotes from vendors for material and services needed to complete repairs.
• Pick-up and deliver customer repairs as needed
• Pick-up shop supplies, materials and components needed to complete repairs
• Transfer incoming and outgoing materials from shipping carriers and customers
• Process orders to return customer property when requested
• Document and scrap items customer wishes not be repaired or returned
• Serve as a back up to the Service Coordinator during absences

Clerical/General Administrative 

• Respond to routine emails, phone calls, etc.
• Make copies, print documents, etc.
• File paperwork

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

COMPETENCIES:

• High degree of interpersonal skills with excellent written and oral communication skills.
• Must possess the personal discipline to establish the proper image as a representative of Hydrotech with the ability to meet and work with the customer in a professional manner.
• Computer proficiency to include Microsoft Office Suite.
• Ability to move or transfer products with an overhead crane and or forklift.

PHYSICAL AND MENTAL DEMANDS:

• Ability to set and keep priorities and professionally handle the stress associated with dealing with a fast-paced industry and time frames.
• Ability to operate both as a member of a team and independently.
• Ability to speak to and hear employees/clients via phone or in person.
• Additional Mental Requirements: compare, decide, problem solve, analyze and interpret.

The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position.

WORKING ENVIRONMENT:

Working Hours/Environment

• Work hours average 40 per week; may require additional hours including evening and weekends depending on business needs.
• Standard work hours for the service department are Monday through Friday, 7am – 4pm.
• Work typically performed in an indoor office and shop environment.

Tools and Equipment Used

• General office equipment including computers, copiers, scanners, projectors
• Forklift

Travel

• Minimal – Less than 5%. 

Requirements

Education/Experience

• High school diploma, trade school certificate or General Education Degree (GED).

Licenses/Credentials/Certifications

• Valid Driver’s license with no minor moving violations within the most recent 36-month period and no major violations or suspensions in the most recent 60-month period.